E2E CloudSupport FAQ
What ticket categories can I create?
Section titled “What ticket categories can I create?”Cloud, Billing, or Sales, from Support. See Create a support ticket.
Why is Low severity not available when I create a ticket?
Section titled “Why is Low severity not available when I create a ticket?”Low is available for Cloud tickets only. Severity Level applies to Cloud and Billing tickets. See Create a support ticket.
Why is there no Severity Level, Service, or Resource on my Sales ticket?
Section titled “Why is there no Severity Level, Service, or Resource on my Sales ticket?”A Sales ticket needs only Subject, Description, Attachments, and CC. See Create a Sales ticket.
Why can I not add CC members to a Billing ticket?
Section titled “Why can I not add CC members to a Billing ticket?”CC appears on Cloud and Sales tickets. For Cloud tickets you can add up to 10 accepted IAM members. See Create a support ticket.
What are the file type and size limits for attachments?
Section titled “What are the file type and size limits for attachments?”PNG, JPG, JPEG, or PDF. A ticket or reply can have up to five attachments, each 5 MB or smaller. See Create a support ticket.
Can I reopen a ticket after closing it?
Section titled “Can I reopen a ticket after closing it?”No. Closing a ticket is permanent, and replies are for open tickets only. If the issue comes back, create a new ticket. See Close a ticket.
Why can I not reply to my ticket?
Section titled “Why can I not reply to my ticket?”Add Reply is available while the ticket is open. To follow up on a closed ticket, create a new one. See Reply to a ticket.
Why do I not see all tickets on the Support page?
Section titled “Why do I not see all tickets on the Support page?”Which tickets you see depends on your account role and permissions. See Find your tickets.
What if my resource is not listed?
Section titled “What if my resource is not listed?”Resource lists the resources of the selected service in the selected project. If it shows No resource available, the project has none for that service, so check the Project and Service. Resource is optional, so you can describe the resource in the Description. See Select the affected resources.
Is Close Ticket available for every ticket type?
Section titled “Is Close Ticket available for every ticket type?”No. Close Ticket is available on every ticket type except SOC and Abuse. See Close a ticket.
What can I do if the Support portal is not reachable?
Section titled “What can I do if the Support portal is not reachable?”Email Cloud Platform issues to cloud-platform@e2enetworks.com. For high-priority follow-up after you create a ticket, call the Cloud Platform helpline on +91-11-4117-1818. See Troubleshooting Support.
Is application-level debugging covered by Cloud Platform Support?
Section titled “Is application-level debugging covered by Cloud Platform Support?”No. Application installation, configuration, or maintenance, and debugging application code, are outside Cloud Platform Support. Support also leaves out OS-level tuning, custom scripts, and user-installed packages inside an instance or VM. For the full list, see What Cloud Platform Support covers.